About Regent Surgical Health

Since 2001, Regent Surgical Health has been a leader in developing and managing successful surgery center partnerships between hospitals and physicians. We continually improve and evolve the ASC model based on changing market conditions to stay ahead of emerging trends. From this vantage point, our team has developed proprietary ASC ownership models that give both physicians and hospitals what they need to ensure long-term clinical and financial success. 

Regent offers a comprehensive and competitive benefits package as one way to recognize our employee's contribution to the success of the organization and our role in helping you and your family to be healthy, feel secure and maintain a work/life balance.

Pursuant to the ADA, Regent will provide reasonable accommodation(s) to all qualified employees with known disabilities, where their disability affects the performance of their essential job functions, except where doing so would be unduly disruptive or would result in undue hardship.

We do not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other prohibited category set forth in federal or state regulations.

We are an equal opportunity employer.

POSITION SUMMARY:

 The Application Support Analyst will be responsible for managing all support inquiries and triaging appropriately. The Application Support Analyst will assess each inquiry as it comes in to determine the most efficient resolution path. Inquiries can include but are not limited to, end user reported issues requiring a fix, configuration requests, ad hoc training needs. It is the responsibility of the Application Support Analyst to process these inquiries to meet internal SLAs established by Regent, ensuring each inquiry is wholly resolved in a timely manner.  The Application Support Analyst will also be responsible for managing software upgrades and maintenance, ensuring center readiness and preparedness. This role works closely with the Director of Center Applications, technical support services and center staff.

DUTIES/RESPONSIBILITIES:                                                                                    

• Troubleshoot and provide technical support and resolve any problems with system application software.
• Monitor to ensure new software applications and changes are properly tested.
• Create and oversee protocols and procedures for the use of any new software applications.
• Troubleshoot product configuration and report specification issues with associated vendors and payers and identify issue trends and make recommendations for remediation; troubleshoot product-related interface issues with associated vendors and report outcomes to leadership.
• Conduct training sessions in small groups as well as large in various settings and with minimal equipment, as the situation requires and maintain appropriate relationships and always demonstrate appropriate best practices.
• Ability to follow protocols to retrofit existing Centers to meet upgrades and new regulatory requirements as needed utilizing technology and efficient methods of advanced functionalities made available within the upgrades.
• Ability to update and maintain professional training materials and guides; ability to create, manage and maintain professional training curricula and training site.
• Monitor and test software applications to ensure they function as intended prior to and post deployment.
• Ability to provide afterhours support on a periodic basis for urgent issues and software maintenance.
• Conduct user audits regularly and report on outcome.
• Manage and support ticket management.
• Perform other duties as assigned.

KNOWLEDGE AND SKILLS:

 To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required.

• Broad working knowledge of interfaces, quality assurance and Ambulatory Surgery Center administration
• Experience with database management
• Excellent technical skills
• Expertise in troubleshooting system issues
• Ability to remain up to date with the latest software developments
• Great analytical, problem solving and communication skills
• Ability to handle stressful situations

Education/Experience:

 Required:

•  Bachelor’s degree in healthcare/health informatics or other technical training from an accredited college or university or the equivalent of five (5) years of professional experience in appropriate Healthcare environment required
• Four (4) years direct use experience with ASC vendor products required
• ASC experience or firm understanding of Billing, CPT and ICD10 coding is preferred
• Thorough understanding of patient workflows in ambulatory surgery center and/or medical practice is required
• Ability to learn multiple vendor product design and documentation methods is required
• Ability to assess vendor products for required technical features and functions is required, as well as reporting finding succinctly and factually

Preferred:

• Revenue Cycle Management experience is helpful
• Experience with relevant systems such as HST, ProVation Apex, SIS, Efferent Health, Nextgen, Nextech, gGastro
• Experience with EMRs such as Epic, Cerner highly desired
• Continuing Education classes and/or certifications in appropriate healthcare fields desired
• Strong ability to grasp new concepts and apply them
• Strong ability to understand complex workflows and follow procedures
• Training experience
• Technical competence in patient accounting systems
• Strong financial aptitude and business acumen